Burberry Taps South Korean Actor Son Suk-ku as Brand Ambassador. He was named Best New Actor at the Korean Association of Film Critic Awards for his performance in “The Roundup” in 2022.
Operations Manager
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.
We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
JOB PURPOSE
Through your passion for the brand and professionalism you will be responsible for effectively and efficiently managing all aspects of the store’s back of house. You will ensure that excellent service is provided to the store staff and effective communication is maintained with departments and external providers to the store.
RESPONSIBILITIES
- To support the Store Manager with all procedures put in place to streamline and safe guard the store. To ensure that the store operates in accordance with store and company administration systems and procedures and to minimise losses including Omnichannel and stock pull back.
- To effectively use space and stock in the back of house to maximise productivity and minimise stock loss and management of the team and resources.
- To lead the stockroom team, including talent acquisition, developing and nurturing the back of house team to influence and drive store standards, productivity and the client experience.
- To manage aftersales process (alterations, repairs, personalisation), including co-ordination with on-site tailors/external vendors to elevate the client experience.
- To manage the FOH replenishment of all stock and non-stock articles to support the client experience including packaging, props and refreshments.
- To work closely with Retail Standards and Operations team regarding store issues such as deliveries, dispatches, uniforms, facilities & maintenance, procedures and Health and Safety.
- To support the Store Manager to manage the Asset and Profit Protection team to effectively reduce shrinkage.
- To support the store manager with all aspects of inventory control and any stock related collaboration with marketing, client engagement, merchandising, visual merchandising, facilities or any other such department.
- To maintain the highest standard with regards to cleaning, maintenance and Health and Safety including leading any locally required legislation.
- To manage the cash office / administrator to ensure all cash and payment procedures are followed.
PERSONAL PROFILE
- Excellent organisational skills and meticulous attention to detail
- Excellent communication skills both verbal and in writing
- Ability to work in a busy team environment
- Flexible and adaptable to the needs of the business
- 1-2 years management experience
- Previous administration experience and cash handling experience
- Previous experience with SAP desirable
- Excellent understanding of all programs on Microsoft Office
- Passion for technology and proven ability to embrace new technology
MEASURES OF SUCCESS
- Accurate stock take results
- High levels of staff retention
- Accurate Reporting
FOOTER
- Expected base salary for the role will generally be between $72,000 and $73,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.
- This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Service Lead
Daily floor supervision of sales team ensuring great customer experiences and thereby driving sales goal attainment and providing real-time performance coaching to drive the overall Burberry Experience.
RESPONSIBILITIES
- Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client; act as a “quality control” supervisor ensuring that every interaction with a customer is memorable.
- Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
- Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies.
- Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customers
- Drive partnership on the selling floor between sales associates, specialists, stock associates and operations team
- Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions.
- Develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews.
- Lead by example by delivering the Burberry Experience to customers when necessary.
- Partner with GM, SM and S&P to take ownership of Burberry Experience training within the store. Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates.
- Partner with store management to set goal expectations. Deliver formal performance feedback in partnership with store management through monthly Burberry Experience Development Plans.
- Resolve difficult customer issues and escalate to management when necessary.
- In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales
- Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.
- Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level.
- Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
- Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures
- Additional duties as required.
PERSONAL PROFILE
- Advanced knowledge of POS system.
- Previous experience with Apple mobile devices and comfortable with the use of digital tools.
- 1-2 years previous supervisory or management experience in retail sales.
MEASURES OF SUCCESS
- Monthly Burberry Experience evaluation score
- Managing performance improvement and development of associates
- Improvement in every KPI within the retail scorecard
Store Manager
JOB PURPOSE
- To provide leadership for the store, setting an excellent standard for the store and inspiring the team to achieve it.
- To own the employee experience, driving employee satisfaction and elevating team behaviours.
- To own the customer experience, driving customer satisfaction and increasing brand loyalty.
- To drive performance and growth, through excellent operational and commercial execution.
RESPONSIBILITIES
- Establish a constant focus on Brand, continually driving engagement, knowledge and passion for the Brand across the store team
- Be on the shop floor
- Be a presence leading on the shop floor, acting as a brand ambassador and role modelling Burberry behaviours
- Monitor, coach and provide feedback to the store team to deliver excellent customer experience
- Maintain a luxury environment, ensuring excellent execution and maintenance of Visual Merchandising guidelines across the store
- Drive the use of digital assets to enhance the customer experience
- Retain and develop talent
- Lead, inspire and manage a high performing, positive store team
- Continually elevate the capability of the store team through recruitment, staff development, mobility and effective succession planning
- Establish a learning culture and maintain a strong connection of the store team to the Brand
- Advocate product
- Have excellent product knowledge and drive the same standard across the store team
- Maintain a strong understanding of product sales performance and optimise sales of the available inventory
- Nurture customer relationships
- Establish and embed customer focused behaviours across the store team
- Build and cultivate long term customer relationships and lead the team to do the same
- Drive store performance and productivity
- Build and maintain familiarity with the local external environment; customers, competitors and talent
- Maintain a commercial mindset and continually identify and convert opportunities to drive store performance
- Drive operational excellence across all areas of the store
- Ensure compliance with all corporate standards, policies and initiatives
- Health and Safety
- Ensure your store has a written plan in place that details the actions to be taken in the event of an emergency evacuation. This plan must be practiced at least annually, involving all employees, and recorded on Rivo as having been completed
PERSONAL PROFILE
Demonstrated alignment with the Burberry Store Management behaviours:
- Service Focused
- Leading to Inspire
- Commercially Aware
- Developing Talent
- Driving Excellence
- Local language plus English.
- A passion for and interest in fashion, and a luxury ethos.
- A digital awareness and interest, with an ability to comfortably navigate social media and e-commerce sites.
- Awareness of local employment and retail legislation.
- Flexible to work as required to meet store needs.
- Experience in a luxury brand or in a luxury service and selling environment.
- Retail Management experience appropriate to the role, to be assessed based on the size and complexity of previous roles. Metrics will include sales turnover and volume and the number and types of roles previously managed.
MEASURES OF SUCCESS
- Performance against the Burberry Store Management behaviours
- Sales & Conversion
- Burberry Experience & Data Capture scores
- Shrinkage
Operations Associate
Through your passion for the brand and professionalism you will be responsible for effectively and efficiently supporting the store back of house operations.
RESPONSIBILITIES
Responsible for all aspect of inventory control including, receiving and handling stock orders receiving from hub or warehouse and insuring accuracy of products received and reporting any discrepancy
Supporting the sales team with retrieving stock in a timely manner including Omnichannel and stock pullback.
Keeping back of house in a tidy manner compliant with Retail Operations and Standards.
Quality control on all products at all times and reporting any issues to store lead
Support aftersales process (alterations, repairs, personalisation) to elevate the client experience.
Insure all stockroom equipment is working and fully operational, raising any concerns through Ask services immediately
Adhoc administration including answering telephone calls, responding and liaising with customer service, stationary and supermarket orders, general administrative tasks
Adhoc requests by store management to support with events, visual merchandising, stock taking and other such duties
PERSONAL PROFILE
Excellent organisational skills and meticulous attention to detail
Excellent communication skills both verbal and in writing
Intermediate computer skills in core Microsoft software
Previous experience with SAP desirable
Ability to work well in a team
Ability to work in a busy team environment
